Key skills
ITSMServiceNowLeadership
About this role
Role Overview
- Own day‑to‑day production health of assigned applications within the SRC model, including availability, performance, and resiliency.
- Serve as the escalation point for production incidents, including participation in and leadership of major incident bridges as needed.
- Ensure appropriate monitoring, alerting, and observability are in place and continuously improved.
- Drive root cause analysis, remediation plans, and problem records for recurring or severe incidents.
- Accountable for SRC change execution quality for assigned applications.
- Ensure changes are production‑ready, appropriately tested, and aligned with SRC change standards.
- Coordinate with Application Tech Leads (ATL), engineering teams, and vendors for release activities.
- Identify operational gaps and lead initiatives to improve stability, automation, and support maturity.
- Contribute to SRC standardization efforts (runbooks, shift handoffs, operating procedures)
Requirements
- 5+ years of industry-relevant experience
- At least 3 years of prior management experience
- Strong experience in production application support within a 24x7 enterprise environment
- Proven incident management and problem-solving skills
- Working knowledge of: ITSM (e.g., ServiceNow), Access management and security controls, Change and release management processes
- Ability to communicate clearly with technical teams, risk partners, and leadership
Tech Stack
- ITSM
- ServiceNow
Benefits
- medical/prescription drug coverage (with a Health Savings Account feature)
- dental and vision options
- employee and spouse/child life insurance
- short and long-term disability protection
- 401(k) with PNC match
- pension and stock purchase plans
- dependent care reimbursement account
- back-up child/elder care
- adoption, surrogacy, and doula reimbursement
- educational assistance, including select programs fully paid
- a robust wellness program with financial incentives
- maternity and/or parental leave
- up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- between 15 to 25 vacation days each year, depending on career level; and years of service